Contract Management · Workflow
Contract Expiry and Termination
Standardize how your team handles every termination. The template ships with 6 stages, 8 fields and 4 automations you can adjust in…
Explore templateSLA Monitoring Template
Give the SLA review process one front door, one owner and one visible status. Built for procurement teams in technology.
- Stages
- 6
- Fields
- 8
- Automations
- 4
- Setup
- 15 minutes
SLA Monitoring Monitoring Template · Compliance, Risk & Legal
- 1Cycle initiated
- 2Data collection
- 3Scoring
- 4Review discussion
- 5Action plan agreed
- 6Sign-off and next cycle
Quick answer
The SLA Monitoring template is a pre-built contract management workflow used to track contracted service levels against what the supplier actually delivered. It runs across 6 stages, from cycle initiated to sign-off and next cycle, captures 8 standard fields including contract reference and actual performance, and applies 4 automations so routing, checks and record-keeping happen without manual chasing.
What you get with the SLA Monitoring template
This is a working contract management workflow rather than a document to fill in. Each SLA review is raised through a structured form covering 8 fields, then moves through 6 defined stages with a named owner at every step. 4 automations handle the parts teams normally do by hand: routing, validation, reminders and record updates. Because the template is pre-configured, a supplier manager can adjust approval thresholds and field labels to match internal policy and start using it in roughly 15 minutes, then connect it to ServiceNow or Microsoft Teams.
The problem it solves. Service credits are never claimed because nobody tracks performance against the SLA schedule in the agreement. With the workflow running in Zapro, the status is the same wherever you look at it from.
From request to closure in 6 stages
Every SLA review follows the same 6 stages, so anyone can see where a record is without asking. Stages, owners and exit conditions are configurable if your policy differs.
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Cycle initiated
Zapro opens the SLA review on a fixed schedule so reviews happen on time rather than when someone remembers.
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Data collection
Performance, spend and incident data is pulled automatically and attached to the review record.
-
Scoring
Reviewers score against agreed weighted criteria, with every comment stored against the score that produced it.
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Review discussion
Scores are shared with the stakeholders and the supplier, and the discussion outcome is recorded in the same place.
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Action plan agreed
Improvement actions get an owner and a due date, and Zapro tracks them until they are closed.
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Sign-off and next cycle
The legal and finance approver signs off the result, the record is archived, and the next cycle is scheduled automatically.
What gets recorded on each SLA review
These 8 fields are pre-configured on the intake form. Mandatory rules, picklists and validation are already applied, so an SLA review cannot progress with gaps in it.
- Contract reference
- Supplier
- SLA metric
- Target
- Actual performance
- Breach count
- Service credit due
- Review outcome
What runs automatically once the template is live
SLA targets loaded from the agreement
This runs as a built-in rule, which removes the follow-up chasing that usually surrounds it.
Breach detection against reported performance
Zapro applies this to every SLA review as it enters the workflow, so nobody has to remember to do it.
Service credit calculation
Configured once during setup, then enforced consistently on every record without further effort.
Escalation on repeated breaches
It triggers the moment the condition is met, so nothing waits on someone noticing it first.
The difference this template makes
- No agreement renews silently
- Every version and redline is traceable
- Key dates and obligations are visible to the owner
- Legal review starts with complete information
- The team can track contracted service levels against what the supplier actually delivered from a single record
Manual process versus the SLA Monitoring template
| Aspect | Manual process | With the Zapro template |
|---|---|---|
| Sla review handling | Service credits are never claimed because nobody tracks performance against the SLA schedule in the agreement | One workflow that helps you track contracted service levels against what the supplier actually delivered |
| Audit readiness | Evidence reassembled from mailboxes at audit time | Complete trail generated as the work happens |
| Cycle time | Depends on who is chasing this week | Predictable, with reminders and escalation built in |
| Status visibility | Chase people on email or Slack to find out where it is | Live status on every record, visible to requester and approver |
| Approvals | Forwarded emails with no record of who approved what | Rules-based routing with a time-stamped approval trail |
Systems this template connects to
The workflow syncs with the systems your team already uses, which keeps master data and transaction records aligned without re-keying.
- ServiceNow
- NetSuite
- Microsoft Teams
- Slack
- Zapro Supplier Portal
Guides that go with this template
- Contract Management
The Zapro product page behind this template and everything it connects to.
- Procure to Pay Process
How contracted terms flow through to orders and payment.
- Contract Management Guide
The complete guide to contract management in procurement.
SLA Monitoring template FAQs
What is the SLA Monitoring template?
It is a pre-built contract management workflow in Zapro that lets procurement teams track contracted service levels against what the supplier actually delivered. Each SLA review is captured on an 8-field form, moves through 6 stages with a named owner at each step, and is supported by 4 automations covering routing, validation and record updates.
How long does the SLA Monitoring template take to set up?
Most teams have it running in about 15 minutes. The stages, fields and automations are already configured, so setup is mainly adjusting approval thresholds, field labels and owner assignments to match your own policy.
Who uses the SLA Monitoring template?
Primarily supplier managers, working with in-house counsel and contract managers. It is most commonly used by procurement teams in technology, though the workflow itself is not sector-specific.
Does Zapro support e-signature?
Yes. Agreements route to e-signature from the contract record, and the executed copy returns to the same record with its key dates already captured.
Can we restrict who sees commercially sensitive agreements?
Yes. Role-based permissions control visibility at the record and field level, so sensitive terms are only visible to the people who need them.
Get the SLA Monitoring workflow live
Zapro ships with this template plus the rest of the procurement and vendor management suite. Start with the SLA review process and expand into sourcing, contracts, invoices and spend when you are ready.